ITIL v3 - Service Design

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Transcript of ITIL v3 - Service Design

Business ValueGoalsDesign of a new or changed service for introduction into the live environmentIdentify and address the management and operational requirements essential part of Service Design reduce the possibility of issues arising in later stages of the Service LifecycleObjectivesDesign easily maintainable and enhanceable servicesDesign efficient and effective processesDesign secure and resilient technologiesDesign measurement methods and metricsMaintain methods for designing solutionsIdentify and manage risksDevelop skillsKey PrinciplesScopePeopleThe Four PsProcessesProductsPartners3. Technology Architectures and Management Systems1. ServiceSolution2. Service Management Systems and Tools4. Process5. Measurement Methods and MetricsFive Aspects of DesignITIL (2009): Passing your ITIL Foundation Exam, S. 49ITIL® (2009): ITIL® v3 Foundation Handbook, S. 42Image: http://t3.gstatic.com/images?q=tbn:ANd9GcRgJKGONThvcFJ7LZdi8S3xLmaR9n_j9kMtbAcxTwowK_1pHGYAITIL (2009): Passing your ITIL Foundation Exam, p. 49ITIL® (2009): ITIL® v3 Foundation Handbook, p. 42 f.Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 31Image: data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAARequirements Extracted from the Service PortfolioAnalyzed, documented and agreedUsed as a basis for the design of new or changed service

The solution is then passed to the Service Transition and later to the Service Operation stageReduced costsImproved consistency of service and better integration with infrastructure componentsSimpler implementationImproved quality of serviceImproved service alignment to ensure changed service match business needsMore effective Service Management and processesITIL® (2009): ITIL® v3 Foundation Handbook, p. 43 f.Image: http://t1.gstatic.com/images?q=tbn:ANd9GcSRQNHSOeCbmdjHPr5bFnR8ceUxmuzu6gzJirJPDlzxVm9wG7quService Design"The Service Design stage takes business requirements and creates services, their supporting practices and management tools which meet business demands for quality, reliability and flexibility."ITIL (2009): Passing your ITIL Foundation Exam, p. 45 ff.ITIL (2009)Holistic approach for all Service Design areas ensuring consistency and integration across the entire IT technology Balancing act betweenFunctionality requirements and the performance requirements (Service Utility and Service Warranty)Skills, technology, people, budget, costsTimescale constraints1. Service Solution (1/3)Design of new or changed service solutions to meet changing business needs (marketing)Formal and structured approachBalance of functionality, cost, and timingInteractive and incremental processFlexible enough to adapt to changing requirements identified during the processITIL (2009): Passing your ITIL Foundation Exam, p. 50ITIL® (2009): ITIL® v3 Foundation Handbook, p. 511. Service Solution - Tasks (2/3)Analyze business requirementsDesign service solutionCreate Service Acceptance Criteria (SAC)Agree on the costsContinuously re-evaluate and confirm the benefits for the business Agree on Service Level Requirements (SLRs)Ensure the solution service is in accordance with the other key aspectsEnsure governance controls are considered Establish an organizational readiness assessmentIdentify requirements for suppliers and supporting contractsITIL (2009): Passing your ITIL Foundation Exam, p. 511. Service Solution - Service Design Package (3/3)ITIL (2009): Passing your ITIL Foundation Exam, p. 51Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 367"A Service Design Package is a document defining all aspects of an IT service and its requirements through each stage of its lifecycle."

= SDPDesigned for each new service, major change or removal of a serviceOutput from the processes, methods and techniquesApplied through Service DesignPassed on to Service TransitionFoundation document for subsequent testing, introduction and operation of the serviceITIL (2009)2. Service Management Systems and ToolsNew or changed service shouldBe consistent with all other services it depends on or interfaces withSupport existing services in order to meet the needs of all stakeholdersIf not, adaptations of either product are required

The Service Portfolio is the most critical management system at the current stage of the lifecycle and describes all of a provider's services in terms of business value.It includes:Service PipelineService CatalogueRetired Services CatalogueITIL (2009): Passing your ITIL Foundation Exam, p. 51ITIL® (2009): ITIL® v3 Foundation Handbook, p. 52Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 583. Technology Architectures and Management Systems

“The fundamental organization of a system, embodied in its components, their relationships to each other and to the environment, and the principles guiding its design and evolution. “

Simple and clear set of norms and standardsEnsure capability to operate and maintain new servicesGuarantee maximum cohesion with systems and services already in placeITIL (2009): Passing your ITIL Foundation Exam, p. 52 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 52 f.Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 62Rudd, C. & Lloyd, V. (2007)Architecture:4. ProcessStructured set of activities organized around a set of objectivesTransforms inputs into defined outputsContinuous review of the outcome by project owner to make sure it meets the objectives

Processes should bePractical and appropriateIn-built improvement mechanisms (effectiveness and efficiency)Documented and controlled so they can become repeated and manageableConsistently measured, controlled and improved

Ensures that the processes, roles, responsibilities and skillsAre capable to operate, support and maintain a new or changed serviceIf not, revise new service or enhance existing processesITIL (2009): Passing your ITIL Foundation Exam, p. 53ITIL® (2009): ITIL® v3 Foundation Handbook, p. 54 f.Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 74 f.5. Measurement Methods and MetricsEffectively managed processes and outcomes have to be measuredMeasurements and metrics selected need to reflect the process’s objectivesProcess measurements need to be appropriate to the level of ability and maturity of the process being measuredDrives behavioral changes in the organization

Four types of metricsProgress (milestones)Compliance (with government requirements or regulations)Effectiveness (deliver the “right” result)Efficiency (productivity and speed)ITIL (2009): Passing your ITIL Foundation Exam, p. 53ITIL® (2009): ITIL® v3 Foundation Handbook, p. 55Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 74 f.Make effective and efficient use of the Four PsEnsure the 4 Ps are taken into account at every stage throughout the Service LifecycleAchieved through the 5 Key Principles of Design1. Service Catalogue ManagementOnly part of the Service Portfolio published to consumersSupport sale and delivery of IT services

Single, central source of consistent information on all of the agreed servicesITIL (2009): Passing your ITIL Foundation Exam, p. 54ITIL® (2009): ITIL® v3 Foundation Handbook, p. 58 ff.Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 101 ff.ServiceCatalogueBusinessServiceCatalogueTechnicalServiceCatalogueDatabase or structured documentAvailable, accurate, current, picture of the IT services that are (about to) run operationallyIncludes information about deliverables, prices, contact points, ordering and request processesDetails of services as they progress through the design, transition and operation stages of the Service LifecycleSupport activities and provides basis for analysisEnsure that agreed level of service is providedDefine, document, agree, monitor, measure, report and review consistentlyActs to present the service provider to the business and the business to the service providerImproves communication and relationship with customersEnsures proactive improvement measurements are implementedITIL (2009): Passing your ITIL Foundation Exam, p. 54ITIL® (2009): ITIL® v3 Foundation Handbook, p. 58 ff.2. Service Level Management (2/8) - Service Level Requirements (SLRs)Customer requirement for a service, thus based on business objectives and service expectationsUsed to negotiate agreed service level targetsForm the very start for the testing criteria as the service progresses through the lifecycleAre gradually redefined through the process until it eventually becomes a pilot Service Level Agreement (SLA)ITIL (2009): Passing your ITIL Foundation Exam, p. 56 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 61 ff.Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 351 ff.Type IInternal SP2. Service Level Management (1/8) - Goals and ObjectivesType IIShared SPType IIIExternal SPServiceProviderExampleService Level ManagementThe receptionist asked Brigitte 'Did your stay meet your expectations?'She had expected the room to be clean, to smell good, and the bed neither to be too soft nor too hard. Furthermore she had expected hot milk for coffee, fresh fruits as well as cheese and bred for breakfast. The staff had a warm and friendly attitude towards guestsMost of her expectations were met - except for the hot milk'Yes, my stay did live up to my expectations.'--> receptionist typed answer into IT system--> normally they get the feedback from travel agency to discuss service level (restaurant opening hours, room service)ITIL (2009): Passing your ITIL Foundation Exam, p. 49 f.Image: http://www.google.com/search?q=where+s+the+beef&Please note:The activities must not happen in isolationInstead the implication for the other aspects must be taken into accountPlease note:The activities must not happen in isolationInstead the implication for the other Ps must be taken into accountService Design Processes1. Service CatalogueMgmt2. Service LevelMgmt3. SupplierMgmt4. CapacityMgmt5. AvailabilityMgmt6. Service ContinuityMgmt7. Information SecurityMgmt Service Level Agreements (SLAs)Based on SLR namely the requirements from the customerAgreement between service provider and customer(s)Describes service, records service level targets and responsibilities (on both sides)May cover multiple services or multiple customersSLM develops SLAs for all services and ensures the services continues to be delivered in line with the agreements made in the SLADefinitionElena Drautz 183357Tanja Reuschle 182815Design of a new or changed service for introduction into the live environment

All processes are necessary in order to produce a high-quality, comprehensive design meeting exactly the business requirements

Service Design builds the basis for the following Life Cycle stages, namely Service Transition, Service Operation and Continual Service ImprovementTherefore one should avoid mistakes or issues at an early stageSummaryITIL® (2009): ITIL® v3 Foundation Handbook, p. 65ITIL V3Service DesignHochschule HeilbronnStrategic Information ManagementMU2Prof. Dr. Christine Reck27.03.2013Goals, Objectives, Scope & Business ValueKey PrinciplesChallenges & RisksSummary4. Capacity Management (1/2)Ensures that IT capacity meets current and future business requirements in a cost-effective mannerA process extending across the whole Service LifecycleBasic conceptsBalance (cost vs resources / supply vs demand)Capacity plan Used to manage the resources required to deliver servicesContains scenarios for different predictions of business demandITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 28ITIL (2009): Passing your ITIL Foundation Exam, p. 62 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 66 ff.3. Supplier ManagementManages suppliers and the service they supplyProvides seamless quality of IT services to the business and ensure that value for money is obtainedEnsures that Underpinning Contracts and agreements with suppliers are aligned to business needsBasic conceptsSupplier and Contract DatabaseAchieves consistency and effectiveness in the implementation of the policy (together with roles and responsibilities) Used to manage supplier contracts throughout their lifecycleITIL (2009): Passing your ITIL Foundation Exam, p. 61 f.ITIL v3 Foundation – Exam Prep Study Guide: How to pass on your first try, p. 26 f.Hotel is too small to employ an electrician of its ownBest experience with the electrician JacobAlways keeps them informed about the progress of his work as well as any risks for delayThree-year contractHotel can call Jacob at all hoursOn the other hand Jacob is the first choice whenever an electrician is neededExampleSupplier Management4. Capacity Management (2/2)Three sub-processesBusiness Capacity ManagementManage capacity to meet future business requirements for IT servicesService Capacity ManagementManage ongoing service performance as detailed in a SLA or SLRComponent Capacity ManagementIdentify and manage each of the components of the IT InfrastructureITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 28ITIL (2009): Passing your ITIL Foundation Exam, p. 62 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 66 ff.Only a few weeks a year the hotel manager has to turn customers away from the hotelWhy no expansion then?Until now, hotel wasn't occupied enough to justify the investment Based on the trend and the town plans for expanding the nearby industrial area a new wing with rooms is plannedExampleCapacity Management5. Availability Management (1/2)Ensure that the level of service availability deliverd in all services meets current and future business needs, and that the business impact of any unavailability is minimized

Basic conceptsAvailability Mgnt is completed at two interconnected levels:Component Availability: all aspects of component availability involvedService Availability: all aspects of service availability and the impact of component availabilityITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 30ITIL (2009): Passing your ITIL Foundation Exam, p. 63 ff.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 70 ff.5. Availability Management (2/2)ITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 30ITIL (2009): Passing your ITIL Foundation Exam, p. 63 ff.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 70 ff.Brigitte plans to come back to the hotel next month „If you make a reservation a few days ahead there is usually no problem“ExampleAvailability ManagementKey aspectsAvailability (ability of a service to perform an agreed function)Reliability (freedom from operational failure)Maintainability (measure of how quickly and effectively a service can be restored to normal working after a failure)Serviceability (ability of a third-party supplier to meet the terms of their contract, managed by supplier management)ProcessActivitiesReactiveActivitiesMonitoring, measuring, analysis, reporting and reviewingProactiveActivitiesRisk assessment and management, plan and design for new and changed services6. Service Continuity ManagementSupports the overall Business Continuity Mgmt by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scalesITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 31A fire destroyed most of an other hotel The disaster was managed very badly and no one seemed to be prepared for a situation like thisNo plan for re-housing the guestsCustomer lost confidence > hotel went bankrupt > people lost their jobs Even though the insurance had covered the reconstruction of the hotelExampleService Continuity ManagementBasic ConceptsBusiness Continuity Management and PlansBusiness Impact AnalysisRiskAnalysis

Process responsible for managing risks that could impact the business > reducing risks to an acceptable level, sets the objectives, scope and requirements for IT Service Continuity ManagementStrategies and actions to take place to continue Business Processes in the case of a disasterPurpose is to quantify the impact to the business that loss of service would havehard impact: financial losssoft impact: public relations, morale, health and safety or competitive advantageIdentifies the most important services to the organization (strategy input) Defines the recovery requirements for IT services (time, minimum service level, ect.)Assessment of the risks that may give rise to service disruption or security violationAssessing and reducing normal operational incidents Used by Availability Management to maintain availability and reliabilityEvaluative Assets, Threats and Vulnerabilities7. Information Security ManagementEnsures that the confidentiality, integrity and availability of an organization's assets, information, data and IT services is maintainedBasic concept is the Information Security FrameworkITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 32Why a peaceful little hotel in the Alps is mounting a card key systemThere have been a number of thefts from the hotel, mainly cigarets but also other objectsPlan for improvements: a part of the implementation is to restrict the physical access to the hotelExampleInformation Security ManagementSecurity MeasuresPrevention/ReductionDetection/RepressionCorrection/RecoveryEvaluationConsider the following four perspectives to ensure that a balanced approach to security:OrganizationalProceduralPhysicalTechnicalChallengesAlignment with current architectural directions, strategies and policiesUse of diverse and disparate technologies and applicationsUnclear or changing requirements from the business Lack of awareness and knowledge of service and business targets requirementsResistance to planningInsufficient use of resourcesPoor relationships with customersOnly perceived a subtopicITIL v3 Foundation (2011): Exam Prep Study Guide: How to pass on your first try, p. 57RisksIf maturity levels of 1 process low – impossible to achieve maturity of other processesBusiness requirements not clear to staffInsufficient testingLack of coordination between IT and businessInsufficient resources and timeITIL v3 Foundation (2011):Exam Prep Study Guide: How to pass on your first try, p. 57Main ActivitiesTune and optimize services, workloads and resourcesManage and control thresholdsManage demandModel and trend utilizationApplication sizingAppropriate SLA structure to ensure that all services and all customers are covered in manner best suited to the organization’s needsITIL (2009): Passing your ITIL Foundation Exam, p. 57ITIL® (2009): ITIL® v3 Foundation Handbook, p. 62 ff.2. Service Level Management (3/8) - SLA FrameworkSLAframeworkService-based SLACustomer-based SLAMulti-level SLAsUnderpinning, internal agreement between a service provider and another part of the same organization that assists with the provision of servicesDefines the goods or services to be provided and the responsibilities of both partiesE.g. service provider and procurement departmentITIL (2009): Passing your ITIL Foundation Exam, p. 57 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 632. Service Level Management (4/8) - Operational Level Agreement (OLA) Underpinning Contract (UC)Legally binding agreement between service provider and a third party, the supplierDefines targets and responsibilities that are required to meet agreed service level targets in an SLAHelps monitor and report achievements against service level targetsRAG chart (red, amber, green)Mostly for the last 12 mthsITIL (2009): Passing your ITIL Foundation Exam, p. 58 f.ITIL® (2009): ITIL® v3 Foundation Handbook, p. 62Image: http://www.givainc.com/images/dashboard/dashboard_08.png2. Service Level Management (5/8) -Service Level Agreement Monitoring (SLAM) chartPeriodically, usually monthly, as a minimum quarterlyReview service achievements with customersPreview upcoming issuesValuable input to the Service Improvement Plans

Formal plan to implement improvements to a process or serviceProgram of prioritized improvement actions, encompassing all services and all processes, together with associated impacts and risksITIL (2009): Passing your ITIL Foundation Exam, p. 59ITIL® (2009): ITIL® v3 Foundation Handbook, p. 63Rudd, C. & Lloyd, V. (2007): Service Design: Office of Government Commerce (Itil), p. 1272. Service Level Management (6/8) - Service Reviews Service Improvement Plan (SIP)All agreements must be kept up to dateStill current and comprehensiveStill aligned to business needs and strategyEnsures that services covered and targets for each are still relevant

Process of planning, coordinating, drafting, agreeing, monitoring and reporting of SLAs Ensure that the required and cost-justifiable service quality is maintained and gradually improvedITIL (2009): Passing your ITIL Foundation Exam, p. 59 Activities2. Service Level Management (7/8) - GeneralTake care to identify and involve the right people within the customer base when drafting and agreeing the SLA (e.g. different targets between manager and staff)If the organization is new to SLM, carefully select an appropriate service to start with (not too complex)Agreement on both sides, appropriate involvement from service delivery staff2. Service Level Management (8/8) - ChallengesITIL® (2009): ITIL® v3 Foundation Handbook, p. 65„ Passing your ITIL Foundation Exam”, published by TSO (The Stationery Office Ltd) 2009 (ISBN 9780113312061)

„ Itil V3 Foundation Certification Exam Preparation Course in a Book for Passing the Itil V3 Foundation Exam - The How to Pass on Your First Try – Second Edition” The Art of Service, Emereo Pty Ltd; 2009 (ISBN: 1742440169)